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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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On-Call Person Policy

1. Purpose

The purpose of this policy is to ensure the continuous provision of safe, responsive, and person-centred care outside of standard working hours through the implementation of a structured and effective on-call system. The on-call person is responsible for handling emergencies, supporting staff, and making key decisions during evenings, nights, weekends, and public holidays. This policy ensures regulatory compliance and provides clear guidance on responsibilities, communication, and escalation procedures.

2. Scope

This policy applies to all staff members, including care workers, senior carers, team leaders, the Registered Manager, and other designated individuals participating in the on-call rota at {{org_field_name}}. It is relevant for all aspects of home care delivery where staff or the people we support require urgent assistance or guidance out of hours.

3. Related Policies

• CH04 – Good Governance
• CH07 – Person-Centred Care Policy
• CH11 – Safe Care and Treatment Policy
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CH18 – Risk Management and Assessment Policy
• CH19 – Emergency and Business Continuity Plan
• CH24 – Management of Accidents, Incidents, and Near Misses Policy
• CH25 – Notification of Other Incidents Policy
• CH27 – Staff Supervision, Training, and Development Policy

4. Policy Statement and Responsibilities

Continuous and Responsive Care Provision
{{org_field_name}} is committed to maintaining a safe and consistent level of care 24 hours a day. To achieve this, we operate an on-call system that ensures a competent senior member of staff is available at all times outside normal working hours. The on-call person provides guidance, decision-making support, and coordination in emergencies, as well as managing unplanned staff absences or operational issues that could impact service delivery.

Appointment and Training of On-Call Persons
Only suitably trained and experienced staff members are assigned to the on-call rota. They must have:

• Comprehensive knowledge of service users’ needs
• Understanding of policies, procedures, and legal obligations
• The ability to manage crises and make informed decisions
• Training in safeguarding, health and safety, and emergency protocols
  The Registered Manager ensures all on-call persons receive a full induction, supervision, and continuous development.

On-Call Responsibilities
The on-call person must:

• Be available via telephone at all times during their shift
• Maintain access to key documents, including care plans, staff rotas, and emergency contacts
• Provide advice to care staff regarding unplanned events, safeguarding concerns, or health emergencies
• Authorise shift changes or reallocation of staff as needed
• Support lone workers and respond to distress or incident calls
• Record all contacts and actions taken in the On-Call Log
• Escalate critical incidents to the Registered Manager or emergency services as appropriate
• Ensure appropriate follow-up actions are completed and documented

Communication and Accessibility
The on-call number is clearly shared with all care staff and is active from the end of the standard workday until the start of the next working day. Staff are trained to contact the on-call person immediately in the event of:

• A person we support becoming seriously unwell
• An incident, accident, or near-miss
• Suspected abuse or safeguarding issue
• Lone worker distress
• Failure of staff to attend a shift
• Any matter requiring immediate managerial advice

Incident and Escalation Protocols
All emergencies or serious concerns reported to the on-call person must be:

• Recorded in the On-Call Log and communicated to the Registered Manager at the earliest opportunity
• Reported in line with Regulation 18 – Notification of Other Incidents and Regulation 20 – Duty of Candour, where applicable​​
• Investigated according to {{org_field_name}}’s incident management policy
• Subject to a review to identify learning or service improvements

Support for On-Call Staff
On-call staff receive regular supervision to discuss their experiences, emotional well-being, and performance. They have access to back-up from the Registered Manager or Nominated Individual if they require additional support in complex situations. Rotas are created in advance and allow for adequate rest and work-life balance.

Service User Communication
People we support and their families are informed that {{org_field_name}} has an on-call system in place to ensure support outside of office hours. They are reassured that any urgent issue raised with care staff will be escalated and responded to promptly and appropriately.

Monitoring and Evaluation
The Registered Manager reviews on-call logs weekly to:

• Ensure all calls and actions are documented
• Identify trends or recurrent issues
• Audit compliance with procedures
• Identify staff training needs or rota adjustments
  This supports continuous quality improvement in line with Regulation 17 – Good Governance​.

Business Continuity and Emergency Backup
In the event of failure in the on-call system (e.g., mobile failure, illness), a secondary contact is activated—typically the Registered Manager or a senior team leader. All contact details and backup procedures are included in the Emergency and Business Continuity Plan (CH19).

5. Policy Review

This policy will be reviewed annually or following any significant incident, change in service structure, or regulatory guidance. Updates will be shared with all staff and incorporated into relevant training sessions.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.